2.2. Sustainability
Sustainability was discussed for the first time in 1972 in The Ecologist. In 1987, it was defined as the ability to use and consciously conserve natural resources in a manner that does not compromise the livelihoods of future generations. Therefore, for [
2], sustainability involves three dimensions: economic, social, and environmental. From then on, the triple bottom line concept was created to balance the sustainable pillars.
In 1972, the United Nations Conference on the Environment was held in Stockholm. The 1970s were marked by intense concern with the uncontrolled use of natural resources due to economic development, which until then were used without ecological awareness, even with the paradigm that resources extracted from nature were inexhaustible. Therefore, thinking about the future, the United Nations Commission for Sustainable Development was created to monitor the implementation of the principles of Sustainable Development [
21]. These basic principles are as follows:
The consumption rate of renewable resources cannot exceed the recovery rate;
The consumption rate of non-renewable resources should grow as much as the renewable substitutes use rate;
The generation of waste only to the extent that it is absorbed by the environment without harming human health and other forms of life.
To change the way in which energy is produced, which coal, natural gas, and nuclear fuel currently predominate, more financial and human resources are needed, thereby benefiting organizations by directing relief and the concentration of resources towards general purposes [
22].
Therefore, in 2002, world leaders established the Sustainable Development Goals (SDGs), which included 17 goals: 1—No poverty; 2—Zero hunger; 3—Good health and well-being; 4—Quality education; 5—Gender equality; 6—Clean water and sanitation; 7—Affordable and clean energy; 8—Decent work and economic growth; 9—Industry, innovation, and infrastructure; 10—Reduce inequality; 11—Sustainable cities and communities; 12—Responsible consumption and production; 13—Climate action; 14—Life below water; 15—Life on land; 16—Peace, justice, and strong institutions; 17—Partnership for the goals.
In this scenario, the UN published a report called “Realizing the Future We Want for All,” in which four key dimensions were found: inclusive social development, inclusive economic development, environmental sustainability, and peace and security.
Thus, the new 2030 agenda was decided at the UN Sustainable Development Summit, hitherto recognized by world leaders, to coordinate local and global responses [
23], at which the degradation of natural resources, according to the United Nations Environment Program, was determined to destabilize the climate, affecting the quality of life on the planet, despite economic growth and prosperity. Meanwhile, sustainability has become necessary in all sectors of society because development and quality of life depend on natural resources, as they are the primary raw material for any human invention.
An organization, even if it is efficient in financial and operational terms, without being sustainable, may suffer in the future [
24]. By implementing sustainable development, the company perfects resources, reduces environmental pollution, improves the organization’s image to obtain investments, develops better working conditions, reduces costs, and offers better quality in the provision of services to the customer [
24]. In this regard, growth can only drive global progress if it is sustainable, thus showing yet another reason for the implementation of sustainable practices in companies [
25].
Bibliographical research was carried out to explore the development of the fourth revolution and its contribution to sustainability [
26]. In this research, the benefits of sustainable practices combined with I4.0 were seen, such as cost reduction, the conservation of energy and resources, the consumption of renewable energy, the creation of better working conditions, social responsibility in products and services, the minimization of packaging, and the reduction in polluting gases. Concluding that sustainability combined with the tools of the Fourth Industrial Revolution are essential for sustainable organizational growth [
26].
By applying a structured questionnaire on internationalization, digital innovation, and sustainability in SMEs in the Lombardy region, 1387 interviews were collected using the CAWI (Computer-Assisted Web Interview) selection technique, obtaining 438 SMEs as the final sample [
27]. The authors went ahead to a second stage, which consisted of comparing the answers to the previously constructed theoretical framework, concluding that digitalization requires readiness and strategic focus through the optimization of resources, and limited organizations can support the company’s growth by investing in digitalization, with a movement from the local market to internationalization [
27].
A bibliographical, exploratory, and qualitative study, with the construction of a comparative analytical framework linked to corporations [
28], was conducted to analyze the impacts of the principles of Industry 4.0 on sustainability. As a result, the principles that covered the sustainability topics addressed by the authors analyzed in the research were observed, being (I) interoperability, (II) real-time operation, (III) service orientation, and (IV) virtualization, since it significantly contributes to the environmental, social, and economic pillars, increasing efficiency, self-adaptation, cross-system communication, resource optimization, and workforce reorganization [
28].
From this perspective, long-term sustainability is also the responsibility of companies, understanding that they need to play an initiative-taking role in sustainable development, thus acting in advance of government decisions regarding adaptation to economic and environmental legislation [
21].
Based on the concepts presented in this paper linked to Industry 4.0 and sustainability, Sustainability 4.0 in service comprises the use of Industry 4.0 enabling tools aimed at balancing the sustainability tripod with economic growth, environmental responsibility, and social progress. Thus, given the concept of sustainability 4.0, it was possible to develop
Table 1, which presents the sustainable solutions of I4.0 based on the pillars of I4.0.
The sustainable solutions (SS) presented in
Table 1 will be used in the model proposed in this article. In this sense, Industry 4.0 enabling technologies can be used to achieve sustainability objectives in the service sector, more specifically in law firms. The roles, descriptions, and connections of sustainable solutions using Industry 4.0 enabling technologies for the studied sector are presented below.
SS1: Energy Saving—The reduction in energy consumption in processes [
41,
42,
48]. Using Industry 4.0 enabling technologies can help law firms to save energy and improve their sustainability through process automation, mobility and teleworking, waste management, energy monitoring, intelligent and efficient lighting, and building green technology while assisting in the assessment and mitigation of environmental risks, which is critical to the long-term success of law firms [
41,
42,
48].
SS2: Environmental Conservation—Actions that use technological means to reduce the environmental impact caused by the services provided by the organization [
41,
42,
44,
46,
48]. To promote environmental conservation, enabling technology can be used to manage electronic documents, video conferences, and virtual meetings, reducing the need for travel, automating processes, analyzing environmental data, and adopting intelligent lighting systems that automatically adjust lighting based on the presence and levels of natural light and track carbon emissions. Such actions can reduce potential negative impacts on the environment and the reputations of law firms [
44,
46].
SS3: Business Transparency—Industry 4.0 technologies, such as artificial intelligence, Big Data, cloud computing, cybersecurity, and augmented reality, facilitate the organization’s transparency for both employees and customers, suppliers, and investors [
41]. To achieve better transparency in law firm processes, Industry 4.0 enabling technologies are essential for electronic document management, blockchain for legal transactions, process automation, and online communication and collaboration. The actions listed not only improve office efficiency, but also demonstrate commitment to sustainable practices, which can be attractive to clients and investors aware of the importance of corporate responsibility [
41].
SS4: Increased Security—Use technologies such as cybersecurity to protect the company from the harmful invasion of software and hardware. With the heavy work being performed by machines, it generates more security for employees [
41,
43,
45,
48,
49]. Industry 4.0 enabling technologies can contribute to increasing security in law firm processes by offering advanced data security technologies, ensuring the protection of confidential client information, continuously monitoring the firm’s IT systems for suspicious activity or anomalies, and managing access control. Increasing security in law firm processes helps to quantify legal, cyber, and environmental risks [
48,
49].
SS5: Quality Improvement—The continuous improvement of the quality of services offered using technologies such as artificial intelligence, the Internet of Things, and machine learning [
21,
42,
43]. Among the possible applications of Industry 4.0 enabling technologies to improve the quality of processes in law firms, it is possible to highlight task automation, legal data analysis, efficient case management, advanced communication, and collaboration. In addition to contributing to sustainability, such practices make office operations more efficient and eco-friendly [
21,
43].
SS6: Service Customization—Technology that facilitates the adaptation of services to the needs of each client [
47]. The use of Industry 4.0 enabling technologies to customize law firm services has been widespread with advanced analytics, AI for legal recommendations, personalized client portals, and legal chatbots and helps firms by making them more adapted to individual needs and customer information [
47].
SS7: Increased Service Delivery—The use of tools to increase the organization’s ability to satisfactorily meet customer demands [
42]. Industry 4.0 technology allows enhanced service provision through the automation of repetitive tasks, efficient case management, the use of AI to review documents, and online customer service [
42].
SS8: Flexibility in Service Delivery—The margin of freedom for employees to serve customers, such as the use of technological tools to perform services remotely using, for example, artificial intelligence and cloud computing [
27]. To promote flexibility in the provision of services in law firms, Industry 4.0 enabling technologies can assist with remote work and mobility, virtual communication, process automation, and access to electronic documents, allowing law firms to meet customers in a more agile and adaptable way [
27].
SS9: End of Waste—Using patterns, smart sensors, or cyber physics to reduce waste [
25,
27,
28]. Some ways to reduce waste using Industry 4.0 enabling technologies are data analysis and business intelligence, electronic document management, process automation, and intelligent project management. Such actions minimize the waste of natural and financial resources and, at the same time, improve the quality of the service provided [
25,
28].
SS10: Infrastructure—The facilities and adequate structure of the organization and transport environment required to serve the customer [
40,
48]. Industry 4.0 enabling technologies can significantly improve infrastructure and process management in law firms while also quantifying legal and cyber risks. Through the adoption of sustainable practices, offices can improve their energy efficiency, data security, and environmental responsibility [
48].
SSE11: Error Reduction—The use of technologies such as augmented reality, artificial intelligence, or smart sensors to reduce errors [
41]. Errors can be reduced using Industry 4.0 enabling technologies in terms of automating repetitive tasks, using artificial intelligence for document review, digital workflow management, collaboration and communication tools, and legal risk analysis. Thus, offices can avoid strategic errors, guaranteeing the quality of the service provided [
41].
SS12: Cost Reduction—Using tools like machine learning, smart sensors, and augmented reality to reduce waste and lower costs [
41,
42,
44]. The main actions taken to reduce process costs using Industry 4.0 enabling technologies are linked to task automation, electronic document management, digital process management, and artificial intelligence [
42,
44].
SS13: Society 5.0—An optimized society that uses digital technologies, such as artificial intelligence, cloud computing, the Internet of Things, and cybersecurity [
26]. Industry 4.0 enabling technologies can play a relevant role in the transition to an Industry 5.0 society to improve the quality of life and promote well-being in law firms, with actions aimed at enabling access to digital justice, mediation, and online conflict resolution; using AI for legal assistance; and transparency and public participation [
26].
SS14: Smart Services—Services that support the organization through technologies such as big data, cloud computing, or artificial intelligence for adequate decision-making, planning, and execution [
21]. The provision of smart services in law firms can be driven using Industry 4.0 enabling technologies to analyze large volumes of legal data, identifying trends, legal precedents, and critical information to make informed strategic decisions, in virtual assistants and chatbots, in jurimetrics processes and automation of legal documents [
21].
SS15: Real-Time Diagnostics—Artificial intelligence, big data, and machine learning are tools for observing and correcting processes in real time [
28]. Real-time diagnostics in law firms is conducted through advanced data analysis, AI decision-making, online case monitoring, and automation of routine tasks improve their ability to face constantly evolving challenges and satisfy customer expectations [
28].
SS16: Process Integration and Optimization—Tools such as the Internet of Things, smart sensors, augmented reality, and big data are used to maintain an efficient process with fewer errors and waste and better conditions for customer service [
21,
28]. The integration and optimization of processes in law firms can be carried out with the support of Industry 4.0 enabling technologies via the automation of repetitive tasks, electronic document management, case management systems, and the use of artificial intelligence to review legal documents, perform advanced legal research, and provide relevant insights for ongoing cases [
21,
28].
Sustainable solutions provide specific actions for how Industry 4.0 technologies can be used to achieve sustainability objectives in the service sector, specifically law firms, thus helping managers to understand the potential risks and trade-offs involved in adopting the technologies of Industry 4.0 [
12].
2.3. Interpretive Structural Modeling
The Interpretive Structural Modeling (ISM) method was developed by Warfield in 1975, who defined this method as a learning system that allows groups or individuals to develop and understand maps of complex relationships [
50,
51]. The ISM approach is an interactive resource for analyzing barriers and facilitators in various areas [
47]. Thus, the ISM method is an effective tool for determining the order and direction of connections between variables.
The Interpretive Structural Modeling (ISM) methodological procedure used to determine these contextual relationships between the variables studied was developed through the application of Graph Theory on a theoretical and computational basis [
52,
53,
54]. The ISM methodology has pillars of qualitative techniques based on the judgment and experience of people, using procedures such as the Focus Group, Brainstorming, the Nominal Technique, the Delphi Method, etc. [
52,
54].
To start applying the ISM methodology, an initial contact with a manager/specialist from the organization who can express opinions on the topic investigated is necessary to list the relationship between the factors investigated [
55]. Once the relationships have been properly identified, they will undergo validation refinements based on the judgments of experts and researchers [
53,
55]. These actors who participate in the relationship validation process must be selected based on their experience and knowledge in the area studied, with the participant selection criteria being relevant [
52].
One of the biggest limitations of using the ISM methodology concerns the difficulty of reaching a consensus on the contextual relationships initially identified by the manager [
40,
56]. In this sense, it is suggested in this process that the initial manager explains his rationale to the group and debate with the group is conducted [
57]. Another criticism of the ISM methodology concerns the limitation of employing only one manager to initially list the relationships; however, it is worth highlighting that the final model is only validated if it is approved by the group [
52,
57].
In this study, the methodology will be used to identify the contextual relationships between the sustainable solutions (
Table 2) of I4.0 based on the principles and pillars of Industry 4.0 in services. The steps for applying the ISM are as follows:
- (a)
Identify the studied factors;
- (b)
Define the contextual relationships between the factors;
- (c)
Develop the Structural Self-Interaction Matrix for the studied factors;
- (d)
Develop the Binary Accessibility Matrix for the studied factors;
- (e)
Check the transitivity of the Structural Self-Interaction Matrix;
- (f)
Determine the partition levels of the Final Accessibility Matrix;
- (g)
Build the diagram based on the Final Accessibility Matrix;
- (h)
Conduct MICMAC analyses for the studied factors.
The structure of the ISM methodology is based on the knowledge and experience of people who can give an opinion on a given subject, and these experts are consulted to identify the nature of the contextual relationships between the factors studied on a qualitative basis [
52,
56]. To identify contextual relationships, it is necessary to develop the Structural Matrix of Self-Interaction based on the classification symbology (V, A, X, O) to denote the direction between bases i and j [
43]. These relationships are described in
Table 2.
After identifying the contextual relationships between the sustainable solutions of I4.0 based on the principles and pillars of Industry 4.0 in services, the Structural Matrix of Self-Interaction is developed. It serves as the input for the next step, in which we seek to develop the binary matrices (0 or 1); thus, we call it initial accessibility. The V, A, X, and O symbols will be converted to 0 or 1 [
50]. The relationship is described in each row and column: while 0 means no relationship between the bases, 1 represents the existence of links between the bases, according to the following rules:
If input (i, j) in the Structural Self-Interaction Matrix is rated V, then input (i, j) in the Initial Accessibility Matrix becomes 1, and input (j, i) in the Initial Accessibility Matrix becomes 0;
If input (i, j) in the Structural Self-Interaction Matrix is rated A, then input (i, j) in the Initial Accessibility Matrix becomes 0, and input (j, i) in the Initial Accessibility Matrix becomes 1;
If input (i, j) in the Structural Self-Interaction Matrix is rated X, then input (i, j) in the Initial Accessibility Matrix becomes 1, and input (j, i) in the Initial Accessibility Matrix becomes 1;
If the input (i, j) in the Structural Self-Interaction Matrix is rated 0, then the input (i, j) in the Initial Accessibility Matrix becomes 0 and the input (j, i) in the Initial Accessibility Matrix becomes 0;
The diagonal inputs in the Structural Self-Interaction Matrix are classified as 1.
Therefore, having developed the initial accessibility matrix, the transitivity of the matrix is verified. If criterion i affects criterion j, and if j affects another criterion k, then i has an indirect effect on k. Thus, the final accessibility matrix is generated, including the transitivity between two or more pairs of such criteria [
50].
Transitivity is verified through the basic assumption of the ISM Methodology: if Sustainable Solution 1 is related to Sustainable Solution 2 and Sustainable Solution 2 is related to Sustainable Solution 3, then Sustainable Solution 1 is necessarily related to Sustainable Solution 3 [
50]. For example:
If the Sustainable Solution Saving Energy (1) is related to the Sustainable Solution Increased Security (2) (1R2);
And the Sustainable Solution Increased Security (2) is related to the Sustainable Solution Environmental Conservation (3) (2R3);
So, the Sustainable Solution of Energy Saving (1) is obligatorily related to the Sustainable Solution of Environmental Conservation (3) (1R3).
Once all relations have been checked, the final accessibility matrix will have its transitivity checked. After developing this matrix, it is necessary to create the matrix of power of direction and dependence, which represents the sum of values in both rows and columns [
43].
The driving power of one base induces another base, calculated horizontally or via line. Dependency power does not help another base but helps itself to reach the goal, and it is the sum of each foundation calculated vertically or via column. Therefore, the power and direction matrix is used for the construction of the ISM diagram and in the partition of levels [
58].
After creating the final accessibility matrix, the level partition table is developed, which is the identification of the accessibility set and the antecedent set. The accessibility set influences the achievement of the goals, while the antecedent set is the basis that it influences. The intersection of the two sets represents interdependence. Comparing the two accessibility/background sets, it is possible to classify the ISM hierarchy in terms of critical bases [
52,
58].
From the classification of the level of the ISM hierarchy, it is necessary to understand that the sustainable solutions/bases contained in each level do not influence the achievement of the objectives of another sustainable solution below the level itself. Once all sustainable solutions have been sorted into one level, it is possible to build the ISM diagram flow. Another way to analyze the data is using the MICMAC analysis, which seeks to classify the sustainable solutions studied in clusters based on the matrix power of direction and power of dependence; the clusters are classified as follows:
Cluster I: These sustainable solutions are known as autonomous. They have weak power of direction and dependence.
Cluster II: These are known as dependent sustainable solutions. They have a weak power of direction and a strong power of dependence. They are dependent on other sustainable solutions but do not influence, thus having little importance.
Cluster III: They are known as linkage sustainable solutions. They have a strong power of direction and dependence, thus influencing other sustainable solutions; any change in them affects others, which makes them an unstable cluster.
Cluster IV: They are classified as independent sustainable solutions. They have strong steering power and weak dependency power, visualized at the bottom of the organizational model. The ISM Hierarchy is important for organizational performance.
Some studies related to sustainability were developed, as presented below. The ISM method has been used to find the main significant aspects of the long-term sustainable development of a biodiesel plant located in India [
45]. The authors identified 36 factors, divided into social, economic, and environmental classes, through bibliographic research and questionnaires with specialists from the academic, industrial, and governmental sectors, concluding that the most relevant factors impact a sustainable biodiesel plant, such as political constraints, international relations, health and education, public safety and protection, local agency cooperation, government subsidy, and topographical characteristics [
45].
Applied research was developed with the objective of identifying the critical environmental performance factors of MSMEs in an industrial cluster of lock manufacturing units located in India [
46]. In the research, the authors used the ISM approach by exploring the literature and views of industry professionals, reaching the conclusion that the incorporation of the green concept into the design of products, such as reuse, recycling, and disassembly, has a greater effect on environmental performance [
46].
To identify and analyze barriers to implementing sustainable operations within a university system, the ISM method was applied [
44]. The authors used the qualitative approach and perspectives from experts involved in operations. The results revealed eighteen barriers, namely lack of awareness, lack of knowledge, resistance to change, inefficient communication, large size of institutions, lack of legal regulation, lack of support from top university management, complex bureaucracy, lack of long-term planning, systematization and continuity, lack of priority, lack of financial resources, lack of adequate infrastructure, lack of available resources, lack of assumption of responsibilities and concern for occupant satisfaction, lack of pressure from society, lack of time, and lack of engagement, but with the indication that these barriers are easy to extinguish [
44].
In another study, the ISM method was applied to analyze 84 papers from various journals to identify the main barriers related to socio-political sustainability in the supply chain of the banking sector in India [
47]. Therefore, they analyzed and identified the main barriers within supply chains for sociopolitical sustainability, which are Considered Antisocial and Unstable Political Climate. Thus, being aware of social and political issues is necessary for the successful implementation of socio-political sustainability in your supply chain [
47].
Through a literature review, 38 selected papers were analyzed, and we selected 21 criteria in three dimensions of sustainability: environmental, economic, and social [
58]. In this way, the ISM method was applied to understand the interdependencies between sustainable supplier selection criteria [
58]. Therefore, the predominant criteria involved in the selection process of suppliers are analyzed according to their dependency and driving powers. Thus, the results demonstrated that (1) delivery/service and (2) stakeholder rights are the most important criteria in the sustainability ISM for supplier selection; therefore, they influence other criteria because they have greater driving force [
58].
With the intention of carrying out an analysis of the determinants of sustainability of China–Pakistan Economic Corridor projects, the ISM method was applied [
48]. The authors conducted a survey of the relevant literature, data collection, mathematical analysis, and selection of 14 experts who are academics, investors, Chinese citizens in Pakistan, civil servants, and officials working in CPEC. And they concluded, through analysis using the ISM methodology, that the most important determinant of the sustainability of the CPEC megaprojects is Economic Globalization, which has greater driving power, in addition to other determinants, such as funding, industry association support, government support, job opportunity, overexploitation of water resources, cultural change, job security, energy efficiency, and geographical harmony [
48].
The literature review research, using the ISM methodology, was conducted to investigate the inter-relationships between the social sustainability criteria of the supply chain in the context of an emerging economy [
49]. In the research, data from an Iranian automotive manufacturer were used to test the model and develop findings that could be generalized with caution. Thus, they concluded that (1) community rights and (2) employment practices are the most significant criteria of social sustainability in the supply chain [
49].
To identify and classify the most important CSFs (Critical Success Factors) for sustainability in the timber industry in Bangladesh, research was carried out using PCA (principal component analysis) and the ISM method [
43]. It was found that “top management support” was the most important driving factor, considering “research and development” and “technological advancement and adaptation” in the pursuit of a sustainable supply chain. These factors also reflect on improvements to product/service quality, health, and safety [
43].
Therefore, Interpretive Structural Modeling (ISM) is used to verify the relationships between the indicated factors. Through this method, a group of factors can be structured in a defined systematic model [
59]. Thus, ISM is a tool used by scholars to understand the complex relationships between some factors in various fields.